Summary
Work History
Overview
Skills
Education
Timeline
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Walter Cowan

Decatur,GA

Summary

Dedicated Customer Support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Work History

Trainer- Customer Service, Store Support

Whole Foods Market
Decatur, Georgia
03.2017 - Current
  • Coaches cashier team of 25 employees through day-to-day work and complex problems.
  • Assess personnel performance and implemented incentives and team-building strategies to boost morale.
  • Monitor employee and customer interactions to assess quality of service weekly and monthly.
  • Ensures new and ongoing store and team training programs are successfully delivered and completed.
  • Trains all Team Members on customer service standards. Facilitates New Team Member Onboarding with Team Leadership, and Team Member Services Generalists.
  • Supervises cashier team as needed. Participates in opening and closing of store and administers cash office financial procedures as needed.

Customer Service Expeditor

Ikea Usa
Atlanta, Georgia
03.2005 - 06.2016
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
    Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity. Managed over 50 customer inquiries per day. Assisted in Home Delivery and Returns processes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Interviewer Specialist, Bureau of Labor Statistics

United States Depart Of Labor
Atlanta, Georgia
11.2005 - 05.2014
  • Conducted monthly interviews to determine national employment rate with corporate participants documenting employee changes and payroll.
  • Recruited and screened 500 potential participants in voluntary monthly survey. Verified data for accuracy.
  • Explained questions in better detail for interviewees to allow truthful answers.
  • Complied data in report form for distribution by Federal Bureau of Labor Statistics for monthly press release of state and national employment statistics.
  • Followed call center protocols when notifying participants of call purpose and use of information.

Overview

25
25
years of professional experience

Skills

  • Flexible and Adaptable
  • Conflict Resolution
  • Customer Service
  • Leadership
  • Responding to Difficult Customers
  • Customer Retention Strategies
  • Building Customer Trust and Loyalty

Education

Bachelor of Arts - Mass Communications/English

University of Tennessee
Chattanooga, TN

Timeline

Trainer- Customer Service, Store Support

Whole Foods Market
03.2017 - Current

Interviewer Specialist, Bureau of Labor Statistics

United States Depart Of Labor
11.2005 - 05.2014

Customer Service Expeditor

Ikea Usa
03.2005 - 06.2016

Bachelor of Arts - Mass Communications/English

University of Tennessee

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Walter Cowan